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Summary About the Position: This position is located at Sembach, Germany with the Department of War Education Activity's Information Technology Division, Global Operations Branch. Federal employees in Sembach, Germany are currently entitled to receive a 42% Post Allowance (COLA) in addition to the base salary. This amount is subject to change at any time. Responsibilities Coordinate with senior leaders to ensure movement of customer requests that have technological dependencies from other functional areas. Obtain high-level requirements associated with a request. Assign work to subordinates based on priorities, difficulty/complexity of assignments and capabilities of employees. Find ways to improve production or increase the quality of the work directed. Monitor and report on request escalations that require leadership visibility, direct communication with customer account managers or risks of not meeting agency contract requirements. Analyze and coordinate customer requests that enable the identification and delivery of IT services. Evaluate the feasibility of adapting new methods to enhance customer satisfaction. Coordinate customer requests, configuration and delivery of desktop computers and wireless devices, customer facing installation and maintenance of video teleconferencing equipment and support for telephone. Requirements Conditions of Employment Qualifications Who May Apply: U.S. Citizens In order to qualify, you must meet the experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Specialized Experience: One year of specialized experience which includes: Training staff members in usage and access procedures. Developing policy and process for information technology services to support a geographically diverse customer or client base. Coordinating with various customers or staff to manage the operation of information technology computer systems hardware or software. Conducting analysis of information technology service delivery performance metrics and reporting on findings. Providing customer support and guidance to management and staff on information technology issues. The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) in IT operations in very large complex environments spanning multiple countries and working with remote technicians which demonstrates each of the four competencies, as defined: (1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others. (2) Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Examples of IT-related experience demonstrating this competency include resolving routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation. (3) Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Examples of IT-related experience demonstrating this competency include convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information. (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate. You will be evaluated on the basis of your level of competency in the following areas: Education Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted Additional Information Applicants must comply with the Exceptional Family Member Program requirements as outlined in the DoD Instruction 1315.19. Applicants must be U.S. citizens who are not considered Ordinarily Resident under the applicable Status of Forces Agreement (SOFA). An ordinarily resident is anyone who has lived in the host country longer than the allowed number of days without being a member of the forces assigned, civilian component or a family member of either the aforementioned or who has obtained a work permit for any duration. Ordinarily Resident restrictions apply and vary depending on the host nation. Applicants who have family members with special medical needs should ensure that prior to accepting a position overseas their family members' medical needs can be met. Access to care in a military treatment facility may not be available to civilian employees except on a space available basis. Consequently, host nation medical facilities may be the only care available. The availability and level of care at host nation medical facilities will vary by location. Employees (and family members) who require medical or dental care in the overseas location will be responsible for obtaining and paying for such care. Access for civilian employees and their families to military medical and dental treatment facilities is on a space-available and reimbursable basis only. Medical and dental care may be provided by host nation providers. The availability and level of care at host nation medical and dental facilities will vary by location. Status candidates subject to the 5 year overseas rotation, who are currently overseas, must have enough time to meet the initial tour stated in the job announcement. Waivers may not be granted to meet the 5 year limitation requirement. Status applicants in their fourth year of an overseas assignment cannot be selected unless a waiver of the 5 year overseas service limitation requirement is approved. Selectees initially recruited from the United States may receive certain foreign area benefits such as: Living Quarters Allowance (LQA) or government quarters, home leave, etc. (Subject to approval). Overseas allowances may be authorized in accordance with Department of State Standardized Regulation (DSSR) and DoDI 1400.25 volume 1250. http://www.dtic.mil/whs/directives/corres/pdf/1400.25-V1250.pdf Selectees recruited outside the U.S. will have their eligibility for foreign area benefits determined at the time of hire. For positions in a foreign country, that country's laws or international agreements may have a direct impact on the ability of an employee's same sex domestic partner or spouse to accompany the employee and receive certain benefits. If you believe you may be affected by these laws and agreements, you should familiarize yourself with relevant information before applying for or accepting this position. The initial length of this overseas tour is 36 months. Applicants with a disability who need a reasonable accommodation for any part of the application or hiring process should notify David Walton ra@dodea.edu This position is not covered by a bargaining unit. if you have retired from federal service and you are interested in employment as a reemployed annuitant see the information in the Reemployed Annuitant information sheet. You can find more information about this vacancy in the How You Will Be Evaluated section.